Net Promoter Score℠ Benchmarks for Customer Loyalty

Get our report for Net Promoter® Score (NPS) survey benchmark data

Whether you’re a small organisation or a large company, your success depends on the satisfaction of your customers. And that’s because your ability to achieve your goals is directly affected by whether or not customers are recommending your product, service, company or brand to others.

It’s one thing to know how well you’re doing in the eyes of customers–but where do you stand among your biggest competitors? Are customers more willing to spread the good word about other organisations in your industry? To make it easy for you to see how you stack up when it comes to customer loyalty, we compiled the data from hundreds of Net Promoter Score (NPS) benchmark surveys into a comprehensive benchmark report.

Free Benchmark Data Report

See how you’re doing by comparing the results of your NPS survey against the SurveyMonkey benchmarks.

Why customer satisfaction matters

Our Net Promoter Score Survey Template is a valuable tool to measure customer loyalty. Used by many of the world’s leading companies, the NPS is a proven metric with strong correlations to business success. In addition to asking customers the ultimate question: “How likely is it that you would recommend this company to a friend or colleague?” we ask open-ended follow-up questions. This is the reason behind a customer’s score and lets you identify your biggest fans as well as those you need to circle back with to remedy negative customer perceptions.

I have the Net Promoter Score results. What’s next?

Maybe you’ve already sent the Net Promoter Score benchmark survey to your customers. Or perhaps you’re planning on sending out the survey this year. But you need context to understand what your survey results really mean. If your Net Promoter Score analysis is 41, how do you know whether that’s good or bad?

Want more specific benchmarks for your industry?

Knowing where you stand—and creating goals from there—takes perspective. Although your Net Promoter Score is “only” 41, you’d feel pretty good about it if you knew you were in the 99th percentile compared with the average Net Promoter Score. We’re creating external Net Promoter Score by industry benchmarks to help you get this deeper level of understanding.

Here’s a peek at some of the data we’ve collected from the Net Promoter Score Survey:

Did you know that 20% of customers are considered to be passives–satisfied but also susceptible to competitors or substitutes?